ComplaintsforAquasure Corporation

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The entire system failed catastrophically, causing resin beads to clog all of our water pipes and appliances. This severe malfunction affected our faucets, washer and dryer, refrigerator, toilets, and every other water-dependent fixture in our home. We have incurred thousands of dollars in costs for materials, labor, plumbers, and tools to attempt repairs, yet the issues persist, leaving our plumbing system completely compromised. Our experience with customer service has been equally disappointing and unacceptable. They have refused to cover a single dime of the extensive damage caused by their defective system. Additionally, they refused to send anyone to retrieve the failed unit, instead instructing us to personally transport their faulty equipment to a ***** location. This demonstrates a complete failure in both their product and their commitment to customer service, leaving us with a serious and ongoing problem. Their response to the extensive damage and complete system failure was entirely unacceptable. They offered to merely ship a replacement system, but we have lost all trust in their products. We are seeking a solution for all the damages caused by their defective system. This includes, but is not limited to, compensation for the replacement and repair of our toilets, faucets, refrigerators, water heater, washer, dryer, and any other affected appliances and fixtures. The extent of the damage to our water system and appliances is significant, and their inadequate response has only compounded the problem.

  Business response

  07/10/2024

  At Aquasure, we strive to provide high-quality products and excellent customer service, and we are sincerely sorry to hear that we have fallen short in your case.

  
  We understand the frustration and inconvenience caused by the malfunction of the system, and we take your concerns very seriously. However, our warranty does not cover labor or any external fees, including costs for materials, plumbers, and tools. Our warranty is designed to cover the product itself and does not extend to cover damages incurred during installation or operation by third parties.

  
  In an effort to address your concerns, we offered to provide a full refund for the system upon return of the top controller unit. To facilitate this, we sent you a prepaid label to return the top controller, eliminating the need for you to transport the entire unit to a ***** location.

  While we empathize with your situation, we must reiterate that our warranty and policies do not allow us to cover additional costs or provide compensation for external damages and labor. We appreciate your feedback and will use it to improve our processes and customer service.

  
  If there are any other ways we can assist you within the framework of our policies, please do not hesitate to contact us directly.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just two days after installing the Aquasure Harmony ****** ****** Grains Whole House Water Softener, our household faced chaos due to a defective unit. The distribution basket was broken, releasing resins into our plumbing system, leading to significant financial burdens. We've already incurred over $500 in costs for replacing kitchen faucets and toilet fill valves, with expenses continuing to rise.This ordeal has been emotionally traumatic. Every tap, faucet, showerhead, and toilet needed inspection, cleaning, and servicing. Our serene home was disrupted by this disaster.Given these circumstances, I seek restitution for the full extent of damages. I request a complete refund of $594.83 for the defective system and an additional $491.54 to cover accrued expenses. This total of $1086.37 only covers tangible costs, not the emotional hardships endured. Additionally, our kitchen ceiling was damaged due to water seeping through the upstairs bathroom floor, incurring further expenses, which have not even been included above.I urge you to consider the gravity of the situation and act swiftly to address our grievances. I placed my trust in Aquasure and was met with profound disappointment. I hope Aquasure's commitment to customer satisfaction will be honored by prompt refund of the full amount of $1086.37.Please advise on the refund process and provide an estimated timeline for receipt. Your prompt attention is greatly appreciated to alleviate our current burden and restore faith in your company.Thank you for your understanding and cooperation.Warm regards,*****************************

  Business response

  07/08/2024

  Thank you for bringing ************************************* complaint to our attention.

  We sincerely regret the inconvenience she has experienced with our product. We appreciate the opportunity to clarify the situation and our efforts to resolve her concerns.

  ************** reached out to us in April 2024, approximately two months after purchasing the Aquasure Harmony ****** ****** Grains Whole House Water Softener, reporting an issue with the unit. After reviewing the pictures and using our expertise, we determined that the problem was caused by an installation error rather than a defect in the unit itself. Despite this, we offered ************** a replacement unit as a gesture of goodwill, which she declined. She then requested a full refund instead.
  

  To facilitate this, we provided prepaid return labels and requested that she return the unit to process the refund. Subsequently, ************** requested reimbursement for labor costs associated with the installation and repair. We explained that our warranty covers manufacturing defects and product issues but does not extend to labor costs incurred during installation or maintenance.

  Unfortunately, ************** never returned the unit as instructed. As it has now been more than five months since the purchase, we are no longer able to process a return or refund for the unit under our policy.

  
  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we are unable to process the refund she requested.

  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. We value our customers and strive to address their concerns promptly and fairly.

  
  Thank you for your understanding and cooperation.

  Customer response

  07/10/2024

   I am rejecting this response because:
  Hello, 
  I am writing to address several unresolved issues regarding the water softener unit I purchased from your company. Despite my numerous communications with your team, I have yet to receive a satisfactory resolution. As an individual customer without the resources of a large ********************, I am seeking fair treatment and resolution for the defective product that has caused significant inconvenience and distress.
  Since the beginning of the year, I have been attempting to schedule an installation appointment for the water softener. Initially, the installer committed to a date in late February, prompting my purchase earlier that month. However, the installation was delayed until April 1st, after multiple follow-**** due to the installers crew being based in *********** and their delay in committing to our ***************** Consequently, I had no control over the timeline.
  The day following the installation, I reported the issue of resin beads being released into our pipes. Upon further inspection, the installers confirmed that there was no installation error but rather a defective and broken distributor basket deep inside the softener unit. As I have previously communicated, there was no possibility for the installers to have damaged the distributor basket during installation. The defective water softener product from the manufacturer was the root cause of the issue.
  Despite explaining this in detail, Aquasures response was to offer a replacement distributor basket roughly valued at $8. The installer had already replaced and fixed the issue on April 2nd, making the offer of a replacement part irrelevant. I have clearly outlined that this was not a resolution I was seeking. My reasonable expectations for a fair resolution have been flatly refused, leaving me feeling wronged and disregarded.
  As an individual customer, my purchase *** not significantly impact your companys revenues, but it has profound implications for my large family. Currently unemployed and with a tight budget, every dollar counts as we strive to provide a good life for our children. We were led to believe that a water softener system is essential for our area due to the hard water supply, and we invested in your product based on this need.
  Unfortunately, since May, personal circumstances have required my undivided attention. With an elderly and ailing mother under my care, three young children, and a challenging job ****, my time and energy have been stretched thin. Nonetheless, the distress caused by the faulty product and the inadequate response from Aquasure have remained a significant concern.
  It is unacceptable that Aquasures response to my serious complaint has been limited to offering an irrelevant $8 part. The products defect has caused considerable trauma in our newly purchased home, and the standard lip service provided does not address the magnitude of the issue. I believe it is only fair that Aquasure acknowledges the defect and offers a more appropriate resolution.
  I urge you to reconsider my case and provide a resolution that reflects the severity of the inconvenience and distress caused by the defective product. I hope for a fair and just outcome that demonstrates Aquasures commitment to customer satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  *******************
  
  
  

  Business response

  07/11/2024

  
  We disagree with the customer's assessment that her installers could not have made any mistakes. Typically, issues like resin beads in the plumbing arise from installation errors, such as lines being plumbed in reverse, improper alignment of the riser tube and valve, or force used to press down the riser tube. Additionally, step 5 in the system startup section advises flushing out the closest faucet to prevent such issues throughout your home. Had her installers followed this step, they would have noticed resin beads in the sink and prevented them from spreading to the rest of the home. Based on the photos and details ************** has provided, it appears that steps were skipped or missed completely.

  
  Despite this, we still offered a full refund because we empathize with the situation. This offer was made three months post-purchase, already well beyond our return window. Unfortunately, ************** did not return the unit. As it has now been more than five months since the purchase, we are unable to process a return or refund for the unit under our policy.

  
  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we were unable to process the refund she requested.

  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. We value our customers and strive to address their concerns promptly and fairly.

  Customer response

  07/16/2024

   I am rejecting this response because:
  
  
  Hello,
  
  I appreciate your response. It is disheartening to see how a customer like myself, facing significant challenges, receives little support or responsibility acknowledgment from a large company. Despite the technical explanations provided, my family has endured substantial inconvenience due to the issues with your product. 
  
  Here are some observations and concerns regarding our experience:
  
  1. The installers from *********** demonstrated the installation and functionality of the water softener, showing clear water being dispensed from our kitchen and half bathroom taps before they left.
  2. Later that day, within a couple of hours of installation, our house guests noticed dirty water with yellow beads being released in the upstairs bathtub. We discovered that all the faucets in our house were dispensing similarly contaminated water.
  3. The installers returned the next morning to inspect the issue. Upon closer examination, they discovered that the distributor basket inside the cylinder unit was broken, a defect present from the manufacturer. Although the final inspection on April 1st showed clear water, the beads began releasing into the water a few hours later, unrelated to the installation process.
  4. Contrary to your mention of a unit replacement option, we were only offered a replacement of the broken distributor basket, valued at approximately $8. Since our plumber had already replaced the faulty part on April 2nd, this offer was not a suitable resolution. I have repeatedly explained that replacing the distributor basket does not address the magnitude of the issues we faced due to receiving a defective unit initially.
  5. Throughout our previous communications, the urgency and significance of the time factor were never conveyed. Our family had to prioritize other pressing issues before resuming this matter. We believe we have been wronged and seek reasonable compensation for the extensive damage caused by the faulty unit. This has led to the replacement of several faucets and other plumbing accessories throughout our house.
  
  Our kitchen ceiling remains unrepaired, sustaining extensive water damage from the resin beads released into our water system. We have received substantial estimates indicating that the entire kitchen ceiling will need to be repaired and repainted. As new homeowners, these unexpected expenses have left us feeling wronged and regretful of our purchase of the Aquasure system. Despite your companys commitment to customer care, we feel ignored and unfairly treated.
  
  We are simply seeking a fair resolution to the significant issues caused by the faulty unit. I hope this matter can be resolved amicably, ensuring that we do not endure further inconvenience.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,  
  *****************************
  

  Business response

  07/17/2024

  We understand ****************** frustration and the significant inconvenience she has faced. However, our warranty and return policies are designed to ensure fairness and consistency for all our customers. We offered a resolution within the framework of these policies, but without the return of the unit, we are unable to process the refund she requested.
  
  We remain committed to customer satisfaction and are still willing to work with ************** to find a reasonable solution within the constraints of our policies. If the customer rather replace the full tank and claims that was never an offer, we can offer a replacement tank now. Otherwise there is no additional compensation we will be able to offer. 

  Customer response

  07/18/2024

   I am rejecting this response because:
  
  Replacement of the unit at this time is unacceptable. We have already paid for plumbers and completed the necessary repairs. Therefore, we are requesting that Aquasure reimburse us the reasonable amount of $1,086.37, as detailed in our previous communications. This amount represents only a portion of the total expenses we are incurring due to the original faulty unit provided by the company.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Water softener is not working

  Business response

  12/28/2023

  To whom it may concern,

   

  We are sorry to hear that the unit is not working and would be more than happy to work with Ms. ******************** Based on the information provided it looks like the customer has made no attempt to contact us about the issue. 

  We are more than happy to work alongside the customer towards a satisfactory resolution but will need more details in order to do so, starting with diagnosing the issue. 

  All of our troubleshooting is done virtually and with the help of the customer. If she is open to it, we are more than happy to reach out and begin the process.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my Aquasure water softner from ********** in 2021. It was installed by a plumbing contractor through ********** and work fine for about 6 months. After the first scheduled PM the unit never worked again. A second service was done about 6 months ago and the unit again was left not working. After performing a number of troubleshooting tasks "as per their virtual troubleshooting policy" I reported the results. More tasks were performed with the same result. I hired a plumber to repeat All the diagnostic troubleshooting and they determined the head was not functioning. When I reported these results Aquasure then ask me for a water quality report. At no time has Aquasure accepted ownership of their defective water softner. I have already sent detailed pictures of the installed water softner to Aquasure.

  Business response

  09/18/2023

  ****************** initiated contact with us on August 1, 2022, seeking information regarding service providers we may have collaborated with. At that time, we informed him that we do not maintain specific partnerships with plumbers or service agents, and it was his responsibility to engage a local service provider.
  

  A year later, ****************** contacted us again, reporting unsatisfactory service provided by a third-party technician, resulting in the malfunction of his unit. Despite not having a formal association with these third-party service agents, we extended our assistance by guiding ****************** through troubleshooting procedures in an attempt to identify the underlying issue. Following several diagnostic steps, ****************** opted to hire an external plumber, who determined that a replacement unit was necessary. We conveyed to ****************** that, while we appreciated the efforts of the plumber, additional verification was required before a warranty-backed replacement could be processed.
  

  It was then discovered that ********************** product warranty had already expired, necessitating the purchase of replacement components. In light of this situation, we have offered ****************** a substantial discount on the required replacement part, demonstrating our commitment to collaborating with him to restore his unit to full functionality.
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a house that is just over two years old and has an Aquasure water softener. The water softener has not worked since we moved in, and my efforts to get Aquasure to send someone to repair it have failed. They claim that they don't have any technicians on staff, and have insisted that any repairs be done by me (including disconnecting and reconnecting water lines) with emailed suggestions by them. Needless to say, I am not going to do that, as an error on my part could cause flooding and damage to my house. I am very dissatisfied with this company, and will obviously never buy anything from them again. Hopefully, I can dissuade others from buying this system that has completely failed. An ethical company would either repair or replace the unit, given that it is almost new.

  Business response

  06/23/2023

  To whom it may concern,

   

  All of our units come with a 5 year non transferrable warranty. This means that in this scenario because the homeowners inherited the system, this would not be covered under warranty. 

   

  Had this customer purchased from us they would know we do not offer a service contract as part of our systems. We truly do not have any technicians on staff that we send out to the homes. All of our troubleshooting is done virtually with the help of the customer. 

   

  We have made multiple attempts to help Mr. ******, and were met with resistance every step of the way. The ultimate resolution that he is looking for we have no way of fulfilling. If he is willing to help us with the troubleshooting steps we would be more than happy to help him. 

  Customer response

  06/26/2023

   I am rejecting this response because:
  
  This is a ridiculous response in that they say that they made efforts to help me.  Their "solutions" required me to take apart and put back together part of their system.   As I stated to them, most users are not going to be willing to do that.  I am not going to risk flooding my garage to try to fix their quality problems.  It is on them that they do not employ technicians or have qualified people with whom they can contract.

   

  The fact that their warranty is not transferable reflects a lack of confidence from them in their system.   As I stated before, I will not be using their equipment again, and will be filing complaints with other groups.

  Business response

  06/27/2023

  We are more than happy to help Mr. ******, if he is willing to do te troubleshooting. 

   

  However if it not something that he can do, then we recommend hiring a plumber to help him with the unit. There is  no service contract with the unit, regardless of whether or not its under warranty. the process would be the same. 

  Customer response

  06/28/2023

   I am rejecting this response because: it most definitely does not solve the problem, and puts the onus on me to do what they should be doing.
  
  
  

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this around July 2022 & had it installed by plumber. It appeared that the water softener never worked because salt chamber was not empty after few months. I called customer service & they said that salt consumption is low & this is normal. I called again after few months & said salt level is still same. They did some troubleshooting over the phone & said it will work fine. Again after few weeks/months, no change in salt level. I called & they asked me to send photos etc. I sent photos. They said my plumbing is incorrect. I called my plumber. The plumber said he is confident that pluming is proper & per their diagram. I called customer support again. They insisted that plumbing is wrong (In water & out water lines needs to be flipped). I asked them to send me in writing that I do need to change Plumbing. They sent me email confirming that!!!. I paid my plumber (same person who installed it) to come out again & paid additional charges. He came out & showed that installation is correct. (The In water valve was connected with in-water supply line & out water valve was connected to out line). I called Aquasure again & said that plumbing is correct & asked them to check my earlier photos which showed that plumbing was indeed correct. The rep. said they do not send out anyone & only can do troubleshoot over the phone!!. (The unit should have 12 month parts & labor warranty). I sent many emails, talked to different representatives & manager, spend lots of times doing troubleshoot with reps. but no result. Slat level is same. I have all emails, proof that they misguided that plumbing is wrong & needs to flip it. I will attach all emails (some has photos of installation etc). The unit was registered in time to have 5 years additional warranty.

  Business response

  04/25/2023

  Mr. ***** reached out to us with a problem with his unit.

  Several agents on the team as well as the supervisor made attempts to walk him through the troublehsooing steps so that we can figure out what is going on. Attached is the most recent conversation we had with the customer again asking for his help with the troubleshooting. 

  Our warranty is for replacemet parts and virtual technical support. Unfortunately we will not be able to honor Mr.*********'s request for a refund  at this time. 

   

   

  Customer response

  04/26/2023

   I am rejecting this response because:

  1. Please read all efforts, talk, trouble shooting done by me in attached emails.

  2. If labor warranty is not included in the first year, it should be clearly stated.

  3. More than enough efforts have been done by me & lots of time spent to resolve issue with company's representatives.

  4. I am still not getting honest reply from Aquasure that their representative gave me wrong information about plumbing. I called plumber & spent extra $ after Aquasure reconfirmed in email that initial plumbing is incorrect. 

  5. My compensation is not only full refund of the unit but all $, I spent on labor & time I have been spending with Aquasure to resolve my rightful issue.
  

  
  

  Business response

  04/26/2023

  Our company received several messages from a customer who had a request that we unfortunately could not accommodate. Despite this, we responded to each and every message he sent us. The customer would often ask us to send someone to resolve the issue, even though we had already explained that we do not cover labor costs, as clearly stated in our manual. This went on for quite some time as the customer continued to ask us to accommodate his request, which we could not do. Based on our testing and the way the customer's lines were set up, we hypothesized that the plumbing lines may have been reversed. We offered to walk the customer through the process of checking this himself, but he chose to hire a plumber instead. At this time, we will not be offering any form of compensation to the customer.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an Aquasure Harmony 64k grain water softener thru Lowe's 8/10/2021, installed on 8/24/2021 cost was $642.85, and the unit quit working 2-week ago. Spoke to Tech Support and was given instructions to reset the system. After following the instructions with no fix, I was told it was the valve, it would cost about $300.00, and I would need to change it myself. They said that part only had a 1-year warranty as they didn't see that I had registered the product. Registration does not affect the quality or performance and is used for information gathering according to Consumer Reports. Also, the Federal Trade Commission (FTC) regulations § 701.1 (c) Written warranty means: (1) Any written affirmation of fact or written promise made in connection with the sale of a consumer product by a supplier to a buyer which relates to the nature of the material or workmanship and affirms or promises that such material or workmanship is defect free or will meet a specified level of performance over a specified period of time, or (2) Any undertaking in writing in connection with the sale by a supplier of a consumer product to refund, repair, replace, or take other remedial action with respect to such product in the event that such product fails to meet the specifications set forth in the undertaking, which written affirmation, promise or undertaking becomes part of the basis of the bargain between a supplier and a buyer for purposes other than resale of such product. Aqusure provides an extended 4-year warranty if the product registration is completed within 60-days of purchase. I don't understand why gathering of consumer information is necessary to verify proof-of-purchase when I have the original receipt showing what and when I bought the item. This is a very weak argument for a product when it is clear the valve used was faulty since it functioned less than 20-months.

  Business response

  04/11/2023

  Aquasure provides a standard one year warranty for all of our systems. The only thing required to take advantage of the standard warranty is proof of purchase. 

  
  

  If the customer should choose to provide us their details and register for the extended warranty, then we provide them an additional 4 years. 

  
  

  This is all explained in their owners manual. Please see attached page. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased an Aquasure softener from Lowes in Dec 2022. Scheduled an install and took day off work. Long story short, after a few hours the installer said there was something wrong with the drain line. It continues to run when the system is in service. He suggested getting another unit and swapping them out. I am aggravated, the unit is $420 install service call $100, install $500 so far broken unit has cost me over 1k. I tried to call and message Aquasure several times about the issue to see if they had some ideas, suggestions or troubleshooting tips Never did they respond. The many calls to their 1-*** resulted in "sorry were having technical difficulties". At this point I will probably have to just return the unit for a refund. I won't buy another Aquasure though, for lack of customer support. This purchase and having to dump out water and salt plus the install cost for what may be a simple exchange of one part has become quite costly. I guess I forgot to mention the softener was a special order with a 2 week wait time for delivery, so not a simple return and swap parts.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a Harmony Series | 48,000 GRAINS Water Softener × 1 on November 9 2022. An hour and a half later they cancelled my order with no explanation or remedy. I am late making a complaint mainly because I have been traveling. I tried calling within the hours of operation but the phone message says they are having technical difficulties at this time and to call back. Then I am disconnected. I emailed an angry response to the company in frustration. I want an explanation and remedy. But as I read the complaints, maybe another brand would be better! Order # was: AQS1**65

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a whole house water filtration system manufactured by Aquasure from Home Depot. The product is still within its one year warranty. The unit was installed in November 2021, but the home underwent a full remodel so I did not move in until May 2022. The whole house filtration system has never worked. Not once. A plumber determined the tank is defective and I have tried to contact Aquasure many times. Their phone system always says they are experiencing technical problems, so I should contact them via chat or email. I have contacted them several times by email and chat over the last several weeks and I have never received a response. I tried calling them again today, and the phone IVR once more said they are experiencing technical issues. I would have been fine working with them on a repair or replacement, but I no longer want a product from this company installed in my home. I would like to know how to return their defective equipment to them and obtain a refund. Additionally, it appears they are making every effort to be unavailable to customers seeking a resolution which does not seem like an ethical practice. They need to either offer better options to obtain resolution, increase staffing or something, but I have made a total of 13 attempts to contact them with zero success. That is deplorable customer service. I have attached my receipt and the most recent written attempt to contact them.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩